Prime 10 manufacturers reigning one of the best in buyer satisfaction


To be happy is all about having your wants met, isn’t it? With the Client Intelligence awards we’re in a position to decipher who the manufacturers that go above and past are. These manufacturers have communicated with their clients and offered the very best requirements of buyer care within the UK insurance coverage trade.


Within the ever-evolving panorama of the UK common insurance coverage market, it’s tough for insurers to remain on high. There’s all the time new expertise, evolving buyer wants, and obstacles that imply that solely one of the best insurers are a step forward. By creating new merchandise that higher go well with buyer wants and listening to buyer calls for, these insurers have been on the forefront of buyer satisfaction for the final 12 months.

Our Insurance coverage Behaviour Tracker collates real insights into client attitudes in direction of their insurance coverage suppliers. Yearly, we survey greater than 48,000 house and motor insurance coverage clients to establish the main manufacturers out there. It’s via this information that we discern which manufacturers occupy the highest 10 positions for the very best buyer satisfaction charges throughout the market. This 12 months we’re delighted to congratulate the next manufacturers on their achievement.


Motor Insurance coverage Winners 



Dial Direct

Direct Line


NFU Mutual



Sheilas’ Wheels



Dwelling Insurance coverage Winners 



Direct Line

John Lewis

Lloyds Financial institution







*Please notice: Winners are listed in alphabetical order   


Client Intelligence’s Perception Analyst, Kalle Myllarniemi, says, “Within the 2023 motor market, the typical scores for buyer satisfaction went up barely, whereas in 2024 they dipped again down marginally, with the scores in 2024 staying barely greater than these seen in 2022. That is fairly stunning when contemplating how a lot motor premium costs have gone up since 2018.”

Whereas the UK common insurance coverage market has skilled waves of modifications, from the introduction of Client Obligation in July 2023 to the current FCA demand on halting all gross sales of GAP insurance coverage, it’s secure to say honest worth has taken a job in pushing insurers to drive client satisfaction charges.

“Maybe the FCA’s elevated concentrate on insurers offering honest worth for patrons has paid dividends. ”

Moreover, when taking a look at house insurance coverage there’s a comparable narrative, Kalle provides “Within the house market the image has been largely comparable, with common satisfaction scores enhancing barely since 2018, however principally staying constant year-on-year with some minor fluctuations. Probably the most evident year-on-year change got here in 2024, when the typical scores of the Prime 10 suppliers out there decreased from 8.4 to eight.2, while common scores additionally dipped barely.” While with motor insurance coverage we might have the FCA to thank for the strain placed on insurers to do extra to fulfill their clients, Kalle speaks additional in regards to the affect of local weather change on the house insurance coverage market and the way this could possibly be a figuring out think about how this has affected the fluctuating client satisfaction charges.

“These decreases could also be linked to the current surge in house insurance coverage costs stemming from extra excessive climate occasions not too long ago, and the elevated harm brought on by storms, resulting in greater numbers of claims and better prices of claims, which linked with the elevated variety of lower-cover merchandise, might have led to decreased common satisfaction ranges amongst shoppers.”

Taking these macro pressures into consideration, it’s clear that inserting within the high 10 for buyer satisfaction isn’t any simple feat! Congratulations once more to those manufacturers which have gone above and past to fulfill their clients.

Are you a 2024 winner? Enquire about your award right this moment… 

Our analysis exhibits that customers are over 5 instances extra inclined to pick out an insurance coverage firm that has acquired an award based on real buyer suggestions, slightly than one awarded primarily based on the judgments of trade specialists. This distinction is what separates the Client Intelligence Awards from different trade awards

In case your model has been profitable this 12 months, please get in contact and a member of our staff will likely be blissful to talk to you about how we will help you take advantage of it.

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